Japanese
Japanese
Overview
As part of our efforts to prevent customer harassment, we are holding seminars for HR and labor management personnel of businesses and organizations.
- Gain knowledge of the legal framework, practical know-how, and the latest case studies necessary for preventing customer harassment.
- Available for online participation.
- An archive recording will be available
Industry organizations and business owners, as well as HR and labor management personnel based in Tokyo.
- I gained a better understanding of customer harassment and the basic approaches for responding to it.
- I learned the importance of establishing clear response procedures and role assignments within an organization.
- I came to understand the importance of supporting employees who have experienced customer harassment.
- The many practical examples helped me visualize how the information could be applied in the workplace.
Free of charge
Please apply for the seminar using the dedicated application form located at the bottom of this page for each session. If you wish to make any changes or cancel your application after submitting it, please contact the administrative office.
For changes or cancellations to your application
Administrative Office:info@customer-harassment-taisaku.metro.tokyo.lg.jp
FY 2026 Seminars
Session 1
In-Person
Date：
July 29, 2026(Wed.)
2:00 PM – 4:00 PM
Application Period：
June 22, 2026(Mon.) – July 23, 2026(Thurs.)
Title：
Countermeasures for Customer Harassment in In-Person Settings
Overview：
The first session will focus on customer interactions in face-to-face settings. Participants will learn key points of the amended Comprehensive Promotion of Labor Measures Act and related regulations, as well as organizational responses to customer harassment in face-to-face situations and specific response measures for cases where it is difficult to respond with multiple staff members. In the second half, a representative from the railway industry will present the current situation, initiatives, and future outlook within the industry.
1.Key Points of the Amended Comprehensive Promotion of Labor Measures Act and Related Regulations
2.Organizational Responses to Customer Harassment in Face-to-Face Settings
(Considerations for Initial Response, Considerations for Secondary Response, Cases Where a Multi-Person Response Is Difficult)
3.Case Study Presentation / Current Situation, Initiatives, and Future Outlook in the Railway Industry
4.Q&A Session
Format：
Live Online Streaming (An Archive Will Be Available Later)
Speaker
Japan Harassment Risk Management Association
Nose Miyuki
After working as a flight attendant for a commercial airline, she became a corporate trainer. Drawing on her customer service experience, she has delivered business etiquette and service etiquette training for companies, chambers of commerce, and other organizations across Japan. For nearly 30 years, she has also worked as a human resource development consultant, providing training in performance evaluation, business skills such as logical thinking and communication, and level-based programs on employee development and supervision. In recent years, she has conducted training programs and seminars on customer harassment, primarily for organizations in the logistics and home renovation industries.
Speaker
Japan Harassment Risk Management Association Certified Instructor
Ninomiya Tomoko
Originally from Miyazaki Prefecture, she began her career in the media industry, working for a television station and a national newspaper before transitioning to the apparel sector, where she was responsible for recruitment and training. She specializes in practical training programs designed to enhance customer service capabilities.She later led newly established Diversity Promotion and SDGs Promotion offices, focusing on initiatives such as developing female managers, promoting paternity leave, and designing systems that support employees’ work-life balance.She currently serves as an advisor to multiple companies and works with government ministries, local governments, universities, and research institutions, continuing her efforts to develop both people and organizations.
Industry Association: Japan Private Railway Association
Representative, Industry Association
Japan Private Railway Association
Chairman
Hao Ichiro
He joined the Ministry of Transport (now the Ministry of Land, Infrastructure, Transport and Tourism), serving as Private Secretary to the Minister of Transport and later as a Director-General-level official at the Ministry of Economy, Trade and Industry. He subsequently held a number of senior positions, including Director-General for Logistics Policy and Director-General of the Maritime Bureau at the Ministry of Land, Infrastructure, Transport and Tourism, as well as Director-General of the Ocean Policy Secretariat at the Cabinet Office. He has held his current position since 2022.Of Japan’s 216 railway operators nationwide, 72 companies—representing approximately 35% of the total (16 major operators and 56 regional and local operators)—are members of the Association. In terms of passenger volume, member companies account for approximately 44% of all rail passengers in Japan. The Association’s mission is to support railway companies in ensuring safe transportation, developing transportation networks, and improving customer service. The Association was among the first industry organizations in Japan to address customer harassment. In 2023, it established a basic policy and developed industry-wide guidelines on the issue.
2Details of the session will be announced sequentially.
3Details of the session will be announced sequentially.
4Details of the session will be announced sequentially.
